Need to report an issue?
Please see our formal complaint policy below.
D. M. Keith's aim is to be trusted and respected by everyone who encounters us for the lifetime of their motoring needs.
We welcome compliments when things go well and hope that you’re pleased with any purchase you make or service you receive from D. M. Keith and that you’ll never have to complain but we also understand that sometimes, however comprehensive our commitment is to our customers and their motoring needs, occasionally problems may arise that can lead to customer complaints. In such instances, we’d like you to tell us so that we can have the opportunity to work with you to try and put things right.
How to contact us
You can speak to us in person at any of our business premises to discuss your concerns with a D. M. Keith Customer Facing Colleague. Alternatively, you can contact us with details of your complaint by telephone, email or letter.
Email us at:
feedback@dmkeith.com
Write to us at:
Customer Complaints
D. M. Keith Ltd.
Thwaite Gate,
Leeds,
LS10 1DY
Help us to help you
To help us investigate and try to resolve your complaint, please provide us with the following information:
- Your name and address.
- Details of how we can contact you.
- A clear description of your complaint.
- Details of what you would like us to do to rectify the situation and if appropriate, copies of any relevant supporting documentation.
What happens next?
We will acknowledge receipt of your complaint within three working days of receiving it. We will carefully consider your complaint, taking all the information available to us into account and try to resolve it as quickly as possible, usually within ten working days of our initial acknowledgement letter. If your complaint is complex or requires additional investigation we will keep you updated on its progress.
We will then write to you within 8 weeks of receiving your complaint, advising you of our final response and the reasons for providing it or explain why we are not in a position to give you a final response and let you know when we expect to be able to provide one.
We may not always provide the answer you are looking for but we will make sure that we offer a clear explanation for our decision.
Financial Ombudsman’s Service
If you have purchased a vehicle on finance, then you may also direct your complaint to the relevant finance company. If your complaint is specifically about your finance agreement, it should be directed in the first instance to the finance company. If the finance company is unable to settle the dispute within 8 weeks or you are unhappy with their final response, you may refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service is an independent service for eligible complainants with unresolved complaints about financial firms and products. If you are not sure whether you are an eligible complainant, the Financial Ombudsman Service will be able to confirm this for you.
More information can be found online at:
The Financial Ombudsman Service Exchange Tower, London, E14 9SR
Tel: 0800 023 4567
www.financial-ombudsman.org.uk
You have the right to refer your complaint to the Financial Ombudsman Service, free of charge but you must do so within six months of receiving a final response.
If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.
This does not affect your statutory rights.
Regulatory Enhancements – FCA DISP Alignment
Acknowledgement of Complaints
All complaints will be acknowledged promptly and no later than three business days after receipt, in line with FCA DISP requirements.
Complaints Resolved Within Three Business Days
Where a complaint is resolved within three business days, a written Summary Resolution Communication will be issued, confirming closure and advising the customer of their right to refer the complaint to the Financial Ombudsman Service.
Final Response and Eight Week Timeframe
A Final Response will be issued within eight weeks of receipt. If this is not possible, the customer will receive a holding letter explaining the delay and their right to refer the matter to the Financial Ombudsman Service.
Root Cause Analysis
All complaints will be subject to root cause analysis to identify trends, systemic issues, and opportunities for improvement. Findings will be recorded and acted upon.
Management Information and Oversight
Complaints MI will be produced and reviewed by senior management. This includes volumes, outcomes, redress, root causes, and third party complaints.
Third Party and Finance Provider Complaints
Where complaints involve third party finance providers, D. M. Keith Limited will cooperate fully, share information promptly, and ensure clear ownership and escalation.
ITC Compliance
We are a member of the ITC Compliance intermediary FCA Network. If your complaint regards your finance agreement, you may wish to escalate it to ITC in the first instance.
By Post: ITC Compliance Ltd, 3 Monarch Court, Emersons Green, Bristol, BS16 7FH
By Phone: 0845 177 2266
By Email: complaints@itccompliance.co.uk